Complaints Procedure

Complaints procedure

Complaints should be addressed to Jo Stevenson. Email: jo@stroudroadvets.co.uk. Complaint intake email: complaints@stroudroadvets.co.uk. Telephone: 07515562375. You have the right to complain. You can complain by email, letter, telephone, or in person at the practice. Our complaints process is published on our website, available in hard copy on request, and signposted in reception. We also signpost it when clients register and on invoices. A complaint is any expression of dissatisfaction where a resolution or outcome is sought, whether spoken or written. If it is unclear whether you are making a complaint, we will clarify this with you. We aim to resolve concerns early during normal business, for example by phone call or in-practice discussion. If a concern cannot be resolved within 5 working days, it becomes an actionable complaint and the formal process below applies. An actionable complaint should be raised within 12 months of the incident, or of becoming aware of grounds for complaint (whichever is later). We acknowledge actionable complaints in writing within 5 working days, provide a named contact, and include or signpost this complaints process. Our acknowledgement explains next steps and confirms that we will provide a full response within a reasonable timeframe and, in almost all cases, within 8 weeks. We investigate complaints from both the complainant and practice/practitioner perspective and confirm the resolution you are seeking. If you do not engage after reasonable attempts, we may confirm that we cannot continue investigating. Our full response explains findings, conclusions, and any remedial action where the complaint has merit. If unresolved, we explain next steps and relevant timeframes for taking the matter further. If a full response will take longer than 8 weeks, we will explain why and provide a final response no later than 12 weeks after the complaint became actionable. If your complaint is not resolved in-house, you can use external redress options including mediation and relevant accredited ADR providers. We also display the RCVS decision tree on routes to redress in reception and on our website. We keep a complaints log, review complaints and our process regularly, use learning to improve services, and train staff on complaints handling. Escalation: If you are not satisfied with our response, you can refer your complaint to the Veterinary Client Mediation Service (VCMS) at www.vetmediation.co.uk for independent mediation. For concerns about professional conduct, contact the Royal College of Veterinary Surgeons (RCVS) at www.rcvs.org.uk.